Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Melody Williams

Arlington,TX

Summary

Driven and resourceful technical, administrative, and training professional with several years of experience assisting with work of high-achieving managers. Track record of supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments. Skilled at multitasking, handling appointments, organizing, and preparing presentations. Works well independently and as a dedicated team member. Exhibits high level of discretion to handle sensitive and confidential information.

Overview

5
5
years of professional experience

Work History

Customer Retention Agent - Grade 6 (Marketing)

United States Postal Service, USPS
05.2023 - Current
  • Adher to appropriate legal scripting when required.
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigate and resolve customer inquiries and complaints quickly.
  • Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Answer incoming phone calls from customers about package inquiries, daily mail service, address changes, hold mail requests, redelivery orders, and product and services recommendations.
  • Make outbound phone calls to business customers performing surveys for retention efforts.

Secretary - Grade 7 (Marketing)

United States Postal Service, USPS
08.2022 - 05.2023
  • Researched at least 5 customer complaints per week in resolution of Congressional Inquiries.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation for 2 areas of Marketing Department.
  • Acted as receptionist and performed routine clerical duties such as track correspondence, answered telephones and forward messages, operated standard office equipment, requisitioned supplies, issued maintenance requests, maintained department vehicle repairs; provided other service needs for 15 employees of Consumer Affairs and Customer Relations.
  • Produced reports, letters and other documentation using appropriate software and word processing equipment for 2 Marketing managers.
  • Organized envelopes, postage and mail correspondence for staff and leadership.

Training Technician PEDC - Grade 7 (HR Empl. Dev.)

United States Postal Service, USPS
01.2020 - 08.2022
  • Instructed new employees in work methods, procedures, skill requirements, duties and responsibilities of positions and work assignments.
  • Provided for each trainee an opportunity to participate in demonstrations and discussions ensuring that all necessary skills and knowledge of their positions have been acquired.
  • Utilized various training devices and visual aids.
  • Performed fingerprinting and new I.D. badge creation for employees.
  • Ensured all on-boarding paperwork was accurate and complete.
  • Maintained accurate training records, generated daily training reports, and created course events in Learning Management System Portal for approximately 500 employees.
  • Planned, scheduled, implemented, administered, organized, and performed employee testing, training, and developmental programs and activities throughout United States Postal Service Texas 1 District across 4 training facilities.
  • Coordinated new employee orientations for approximately 30 employees/week to better understand company mission, employee benefits, streamlining daily activities and aligning worker and company priorities.
  • Prepared over 200 employee training manuals each week.

Data Collection Technician - Grade 7 (InPl. Supp.)

United States Postal Service, USPS
10.2018 - 01.2020
  • Collected, recorded, and analyzed statistical data under any number of national data collection systems for over 40 mail processing machines.
  • Operated computer equipment to enter data; recognized diagnostic messages and took appropriate actions; and performed data transfer function through telecommunications systems.
  • Reviewed input and output data to determine accuracy and compliance with national programs; analyzed and edited that data to detect and correct errors.
  • Updated national databases; maintained and updated records and files.
  • Participated in data collection activities in support of special studies or national programs at least 10 U.S. Post Offices.

Education

BBA - Business Management

Northwood University
Cedar Hill, Texas
08.2018

Skills

  • Research and Analytical Skills
  • Interpersonal and Written Communication
  • Data Management
  • PowerPoint Presentations
  • Data Entry Skills
  • 10 Key by Touch
  • Microsoft Office
  • Document Preparation
  • Employee Training Development
  • Customer Relations
  • Facilitator Skills
  • Office Administration

Additional Information

REFERENCES: Available upon request



Timeline

Customer Retention Agent - Grade 6 (Marketing)

United States Postal Service, USPS
05.2023 - Current

Secretary - Grade 7 (Marketing)

United States Postal Service, USPS
08.2022 - 05.2023

Training Technician PEDC - Grade 7 (HR Empl. Dev.)

United States Postal Service, USPS
01.2020 - 08.2022

Data Collection Technician - Grade 7 (InPl. Supp.)

United States Postal Service, USPS
10.2018 - 01.2020

BBA - Business Management

Northwood University

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Melody Williams